Hello my name is Whitney Buster ,
I would like to start by saying that my family and I have been loyal UA customers for years. We all wear UA tennis shoes, appeal , and with 4 kids that play every sport there is we purchase UA cleats as well. My husband is a law enforcement officer and made the switch from 5-11 to UA tactical boots years ago and love them. With that said this is my issue.
We took them to Academy where we had purchased them to do a warranty exchange. We have never had this issue with UA boots before but with a lifetime warranty we were told to contact UA for the warranty exchange.
I first made contact with one of your representatives named Mary on 08/13/19 and she had me send pictures of the boots and the issues along with the recipient of purchase. She then told me that she would send me a Return label to send the boots back and that we would receive a e-gift card via email within 7-14 business days for the purchase price of the boots.
I follow up with her via email 8/27/19 and she informed me that it would be 7-14 business days from the day they received which was 8/20/19. Making 14 business days 9/9/19. She gave me a 25% off coupon for the inconvenience which is appreciated but not expected. From here is where it goes downhill.
I tried to get the status of the refund on 9/10/19 via email with no response. So I called and spoke to a gentleman who had no clue what he was supposed to be looking for so I sat on hold for 20 minutes and then got disconnected. I called back and spoke to Keira who told me that she looked into it and that they got the package at the warehouse on 8/20 but never checked it in. She assured me that she was going to get an email to the right person and get it resolved and that I would be getting an email by the end of the day which I didn’t.
So I called and this time talked to Justin because you can not talk to the same person which would make this much easier for everyone involved. He told me that he would have an answer within 24-48 hours. So I waited....
So today 9/12/19 which makes it 17 business days from the day the warehouse received my return I called and spoke to a lady who pretty much said what all the rest of the representatives did. So at this point I asked to speak to a supervisor.
I was sure this would bring some sort of resolve but to my disappointment we couldn’t have been and farther from such. I spoke to supervisor Patrick. He informed me that they had made contact with the returns warehouse and was waiting for a response and when they got one I would be contacted via email. I told him that this was unacceptable because that’s what I was already told days ago and no one has answered any of my emails since I had been in contact with Mary who no longer responds back. I would like to say that Mary is the only one that has delivered good customer service up until that point but I believe it’s due to the fact that she doesn’t know how to respond.
So I asked Supervisor Patrick if he could make contact with the warehouse and see why the package was never check in and what could be done. He said no that he would not. So I asked him if I could speak to his supervisor and was also told no that he is the highest I could go. I was In disbelief at the lack of concern and his attitude. He told me that they might be sending the boots back. I asked him why because we were already told that we would be receiving a refund based on the pictures that were sent along with the receipt. He continued to repeat that he was waiting for a response from the warehouse and that I would be contacted via email when they got a response.
At this point I began to become very frustrated. I worked in retail in upper management for 15 years and never interacted with a supervisor that gave such poor customer service. A supervisor is supposed to 1: show concern for the customers issue which he did not. 2: Offer some resolution other than to just keep waiting. 3: I’m sure that this is not how UA would want their brand represented.
The fact the warehouse failed to check in the boots when they were received is not the fault of the customer. I have patiently waited and have done what I’m supposed to do as a customer.
At this point I’m at a loss and since Patrick says he’s a far as I can go to get this resolved. I’m reaching out in hopes that someone above him can help get this resolved.
I have all the email which were sent to and from my email (firstname.lastname@example.org) I also have screenshots of the days and times that I spoke to all individuals listed.
Reference # for this issue is 190808-002491
Thank you for your time
On July 20, 2019, I order the Mens' UA Spotlight LE Football Cleats. I received an a -email stating my order was shipped Wed, 7/24S Shipped! #P-171-2943-6666. Than I received an e-mail from LaserShip showing the steps of where my order is located. The location stop in HYATTSVILLE, MD. I never received my order and as I stated to LaserShip and Under Armour I have a camera at my home that records anytime anyone step foot on my property. I have made numerous call regarding my order. I spoke to Keira H (twice) whom informed me that my replace order was being process through there warehouse out of Baltimore. She went on to say your in Maryland so it shouldn't take long for you to received your order. Please note we are talking about my order for the Mens' UA Spotlight LE Football Cleats. Then no shoes no tracking number nothing..So I called again and spoke to Dominique S. whom told me exactly what Keira H told me. No shoes no tracking information.. So I called again and Spoke to Patrick M. whom was honest enough to informed me that my replaced order is out of stock 3000168-003 9.5 after all of the phone calls and waiting no one but Patrick M told me the truth. Then I spoke with one of your managers name Javier C. he went one to tell me what Patrick M just told me and asked if i wanted to change my order for which I did to the white red and blue spotlights. Well Javier C stated I would have my tracking information for my shoes shortly after the phone call and my shoes should be delivers by Friday or Monday.. Guess what no tracking number no shoes so I called today spoke Alyssa. J whom pretty much stated i have no idea when you will received your order. I can't call the warehouse but I will e-mail me them.. These numbers are the two replacement number I was given RPL190730-006091. RPL190730-006091-2. I never though with such a well name company, I would have these issues receiving my order for which has been paid in full. My son needs his shoes and as I stated to each and every one of your call center reps and mangers I needed these shoes a week before I place my order.
I would like to check on my application process or if it even started. But all I get is please try again later a hole I've been trying for 3 days.
I WOULD LIKE TO SPEAK TO SOMEONE WHO DOES NOT HAVE TO SPEAK TO SOMEONE ELSE TO SOLVE A PROBLEM. THIS IS CONCERNING AN UNAUTHORIZED CHARGE TO MY PAYPAL ACCOUNT. PHONE # 865-660-3784
YOUR TIME AND CONSIDERATION IS APPRECIATED.
Phone number: 1.888.727.6687
Hours: 9 a.m. to 10 p.m.
Under Armour Corporate Office Address
1020 Hull Street, Baltimore, MD, 21230, USA